Genesys Platform Operations Lead

Profile

Description

The Lead, Systems Administration is responsible for complex support of the company's information technology, applications and servers, which includes analysis, installation, testing, maintenance, operations, planning, response to service outages, and other problems. This position ensures the integration of various elements of technology so that they function effectively for end users. The Lead, Systems Administration works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

The Lead, Systems Administration maintains and monitors software and servers ensuring proper administration of software licensing and updates. The position may configure, maintain, and monitor security access control systems. The position may work with the disaster recovery function in planning and coordinating business continuity efforts, including backup and restoration of data and ensuring high systems availability. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications

Business or IT degree

At least 8 years of overall professional experience in a role with strategic planning, resource planning, operations management, and budgeting

Experience in the follow capabilities ( Chat / Voice Bots, SMS text, Real time agent feedback, WFM, Co-browsing, VOC survey, Video conferencing)

Demonstrated success leading large scale projects/programs, including technology solutions

Strong analytic, organization and problem solving skills enabling sound decision making

Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders

Experience with leading people leaders driving a highly engaged and well performing team

Commitment to developing team members for professional growth

Demonstrated success driving results through KPI management

Strong understanding of business strategy and demonstrating delivery of strategy

Strategic thinking and planning capabilities; organized and detail-oriented

Business Process Management leadership e.g. Six Sigma, Lean, etc.

Strategic Project Portfolio Management

Enthusiasm and self-motivation essential; a confident change-agent; strong presentation skills (oral and written)

Preferred Qualifications

PMP certification

Experience with Cloud customer experience CCaaS Platforms

Experience in Health Care a plus

Experience building an IT Operations team and/or experience in an IT Operations function

Technology savvy with experience leading technology teams and managing vendor relationships

Knowledge of Humana's internal policies, procedures and systems

Master of Business Administration

Additional Information

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage SMS Text/Voice Messaging to enhance our hiring and decision-making ability. Montage SMS Text/Voice Messaging allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. This process may also require audio and/or video capabilities at various times throughout the interview and selection process.

Important Information Regarding COVID-19

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period.

Necessary equipment and devices are provided however, associates must have a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation and will adjust service levels as the coronavirus situation evolves. The changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

#ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com